ITIL® Intermediate (OSA)

ITIL® Intermediate Operational Support and Analysis (OSA) module is an ITIL® qualification focused on planning, implementation and optimization of OSA processes. The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.


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  • Overview
  • Course Objectives
  • Course Exam(s)
  • Who Should Attend
  • Course topics
  • Benefits

ITIL® Intermediate (OSA)

ITIL® Intermediate - OSA

The intermediate level of ITIL offers a role based hands-on experience and in-depth coverage of the contents.

The Operational Support and Analysis (OSA) module is one of the qualifications in the ITIL® Service Capability work stream. The module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management. The content of the course is based mainly on the best practice guidance contained in the ITIL Service Operation publication. It also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost effective IT services that are required to meet organizational needs.


Key features

  • 2 days of Instructor Led Training
  • ITIL Intermediate exam
  • Softcopycopy of the material
  • Softcopy of OSA material
  • E- certificate
  • Highly competent and ITIL Expert certified trainers



ITIL® is a registered Trademark of AXELOS Limited. All rights reserved.

Certification Levels

The ITIL® certification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail. The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest. There are five certification levels within the scheme:

  • Foundation Level
  • Intermediate Level
  • Expert Level
  • Master Level

To learn more on these levels please visit:

The ITIL® Certificate in Operational Support and Analysis is intended to enable professionals to apply OSA practices in the resolution and support of the service management lifecycle.

At the end of the training in ITIL® Intermediate OSA, you will be able to:

  • Apply OSA practices to enable event, incident, request, problem, access, technical, IT operations and application management.
  • Identify how to manage the everyday operation of IT services
  • Identify improvements to the implementation of ITIL processes to deliver and support customer services
  • Describe the management and resolution of regarding people, relationships, procedures and infrastructure technology to enable high quality and cost effective IT services
  • Identify challenges, critical success factors and risks


Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications) A basic IT literacy and around 2 years IT experience are highly desirable.

Intermediate Exam Details:

  • Exam Duration: 90 Minutes
  • Exam Format: Multiple Choice, scenario based gradient scored question
  • Exam Pass Mark: 70%
  • Level of Qualification: Intermediate
  • Electronic Devices Permitted: No
  • Open Book: No
  • No. of questions: 8


The Operational Support and Analysis qualification would suit candidates in the following IT professions or areas:

  • Configuration Manager
  • Availability Manager
  • System Software
  • Applications Support
  • IT Operations Manager
  • Network Control and Operation
  • Database Administrator
  • Problem Manager
  • Network Support


ITIL Intermediate OSA

Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:

  • The value to the business of OSA activities
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
  • the processes in OSA interact with other service lifecycle processes
  • How to use the OSA processes, activities and functions to achieve operational excellence
  • How to measure OSA
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA


Students will gain in-depth knowledge of Operational Support and Analysis and hold a widely recognized qualification, if successful. Benefits to your organization: Organizations can maximize the benefits of those services by increasing the availability of the service and the productivity of their staff. They will be able to demonstrate a level of understanding and competency in operating services in any situation which may require it. Benefits to you as an individual: Understanding Operational Support and Analysis will ensure that the delivery of services match the requirements of the business. Delegates will be able to spot the weakness in design, delivery and functionality, and feed this back to the Continual Service Improvement (CSI) phase.